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From the frontline - Rupee Mann
Rupee Mann, a customer relations manager at Black Country Housing Group, talks about helping customers and how she talks to herself when driving.
What does your job involve?
Anything from answering questions about rent and organising repairs, to liaising with social services or offering advice about finance and employment. It’s all about relationship-building – seeing people as individuals and going further than bricks and mortar.
Your role has changed recently – can you tell us what is different?
My job has evolved from a more traditional housing officer role, in which I was largely desk-based and only reacting to problems, to one where I’m out in the community handling all types of questions. The change came as part of Black Country Housing Group’s (BCHG) new Customer First initiative. We piloted the project and saw a fall in queries and a 29% drop in rent arrears. The scheme has now been rolled out across the organisation.
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How did you get into housing?
I started in BCHG’s home improvement agency 14 years ago. I became a housing officer and now I can’t imagine doing anything else. We help residents realise that through a great relationship with their landlord, they can create more opportunities for themselves.
What is a good day like for you?
When I’ve made a real breakthrough with a customer to resolve an issue – especially when I’ve helped someone help themselves. Customer First has been fantastic for this; it means I spend more time talking to people. I love working in the community rather than in an office. Whether it’s the church hall or Costa Coffee, I’m able to go to where our customers want us.
What about a bad day?
When a customer is unwilling to engage or accept your help. That can be tough, but you’ve got to remember that they’ve chosen to be in the situation and you’ve given them every option you can. We’re simply trying to help people realise the opportunities that secure tenancies can give them.
If you could be prime minister for a day, what would you do?
I would address the country’s chronic housing shortage and make a cast-iron commitment to building thousands more homes. The situation for first-time buyers is reaching breaking point and something must be done to make getting on the property ladder more affordable.
What’s the most private thing you’d be willing to admit to your colleagues?
I talk to myself when I’m driving and get some odd looks from strangers when I pull up at traffic lights!
